REGIONAL OCC OPERATOR

OpportunityEdged Spain-Portugal has an exciting opportunity for someone passionate about sustainability and eager to be part of an innovative company that’s on a journey to transform the world’s data center infrastructure. We are seeking a Regional OCC Operator to join our Spain-Portugal team, working directly with our Regional Service Manager and Regional Program Manager and focusing on providing remote assistance to the data centers, supporting users through to resolution via remote or desk-side support and escalation as required to the vendors, while ensuring the end-to-end support experience has been fully documented within the ticket.
Edged is highly selective about the people we bring on board because our mission depends on it. Progress happens quickly and we must be able to trust one another to be transparent, communicative, strategic, reliable, and driven. We seek ultra-creatives and superstar performers with a sense of humility and a hunger to make a positive impact in the world. We offer flexibility and endless growth opportunities to those who can harness their skills and talents and identify how and where to use them to add value.
Key ResponsibilitiesInclude but are not limited to:Monitoring of OCC systems to proactively identify infrastructure and service issues for escalation to the operations teams or vendors.Provide 1st and 2nd line support to the business through management of incidents and service requests raised through Service Desk tickets.Ensuring tickets are resolved within the target SLA.Documentation of all communications within the Service Desk tickets.Creation and updating of Service Desk knowledgebase articles.Advocating the use of the Service Desk and ensuring all ad-hoc support requests are progressed via a ticket.Provide remote and desk-side support to end-usersSupporting users in the use of computer equipment by providing necessary training and advice.Facilitate “hands and eyes” for 3rd line/party support.Reporting of any security infractions, bad practices, or suspected security breaches to 3rd line.Provide feedback on end-user requirements, to contribute to Service Desk design and improvements.Work on a 24/7 schedule from Getafe office.
Skills & RequirementsEducation / ExperienceExperience working in a Help Desk to an agreed SLA, preferably in an ITIL environment.Networking knowledge, Public and private clouds, LAN, WAN, TCP/IP, Wi-Fi, switches, and patching.Experience from similar jobs such as an IT technician or IT support or in a OCC or equivalent.You have previously worked with one or more monitoring systems.Experience in Data Center environment is a plus.Working with 3rd party contractors, engineers, and support.Day-to-day management of vulnerability and patch management system.Appropriate qualifications (e.g., CompTIA, MCP, ITIL etc.). or (College, University Degree).Team player with excellent interpersonal and communications skills.Well organized, able to self-manage as well as work in-line with team priorities and projects.Fluent in English.
Specific Skills / AbilitiesBuilds familiarity with BMS systems, security access control systems, and basic data center infrastructureHas working knowledge of security best practicesProcesses inbound alerts from essential systems and network elementsProvides timely response to all access and CCTV related alarmsProcesses site maintenance and outage notificationsAbility to identify and resolve, or report, a detected problemEscalates trouble cases and emergencies as needed to lead and/or management personnel
About Edged Spain-Portugal Edged is launching a global network of sustainable datacenters and energy infrastructure. It’s energy solution combines rapid deployment with sustainable operation. Modular components, including zero-water cooling and advanced electrical systems help to lower costs, minimize the environment footprint, and enable a new generation of on-demand infrastructure as a service. ​ ​Position: Regional OCC OperatorFull-Time or Part-Time: Full-TimeReports to: Regional Service ManagerLocation: Madrid – Getafe
Contact: recruiting@endeavourii.com